Prioritize work items based on when they were first requested instead of when they entered a queue. Use original record timestamps to keep older tasks at the front of the queue. This helps you prioritize transferred work items or callback retries based on their initial request time.
Where: This change applies to Lightning Experience in Professional, Enterprise, Performance, Unlimited, and Developer editions.
Why: Routing work items based on their original creation date instead of their queue entry time prevents retried requests from losing their place in the backlog. For example, you can route a callback based on when the customer originally called, even after multiple retry attempts. This approach keeps your wait times accurate and provides a more consistent experience for your users and customers.
How: Open a flow in the Flow Builder. Add the Route Work action to the flow, and in the Set Additional Input Values section, add the original date the work item was requested in the Request Date field under the Work Item Request Date section.This input is available when you route work to a queue, a skill, or a specific rep. The flow sets this value at run time to determine the routing priority for the work item.
